CLOSED: 21 Casino Support and Complaints Thread

PLEASE REDIRECT TO THE FOLLOWING SUPPORT AND COMPLAINTS THREAD HERE!

Hey guys,

Just making a thread where any members of LCB can contact me regarding 21 Casino.

We will shortly be making a new welcome offer for LCB so keep your eyes peeled for this.  I look forward to hearing about some of your experiences, and regular players, keep an eye out for the changes we are making in the coming weeks which you're sure to enjoy .

Regards,

Alistair.

Welcome to the forums!

Thanks Rick

Welcome 

Hi there LCB :)

I'm Jelena - your new Representative for 21 Casino here!

21 Casino is the most feminine looking one, that's why I personally really like it :D

And there's also lovely 121% to unlimited amount welcome bonus + 10 Free Spins on top of that. But that's just a starter, since there is more bonuses and promotions running - you can check them all on our promotional page!

If you have any positive or negative message for me, feel free to PM me or send me an email to [email protected].

I'll be more than happy to hear from you :)

Cheers!

Hi, Isigned up for this bonuson 10/27 and after I regisdtered account was not able to log in.  A day after I emailed support, I received a confirmation from their customer service that my account is unlocked and confirmed that this is the bonus I have for my account,.

I deposited minimum to claim this bonus on 10/28 and won GBP 900.

Until noiw I have not seen payment after first delayiung my verification by not even sending me a notice after I wqinw requesting documents.  Once I sent them they delayed the verification notice again and this time when I logged in last week my pending withdraw was back into my main balance again without notice or reason sent by email.  When I asked live support they apologized and assureds me that this willl be taken care of.

Two days ago I was happy when they finally contacted me by email saying that I should see the withdraw the next day however it may take 2 business days.  See messge below:

I logged in yesterday and did not see anything happen and decide to gice it another day before I asked any questions.  Today I logged in again with nothing happening and this time I contacted live cvhat and he told me that he will escalate this matter to finance.

I can certainly understand that paying 900 on a 10 deposit might not be their main priority and like to try delay tactics to try and get the lost back.,  However, enough  is enough and this isn't proper anymore that's why I decided to come out and let people be awarte of this good promo might not be paying out winnings Please help and contact the caino rep to process the payment ASAP as its coming to an weeken and they might be closing soon.

Hey Thomas Chen,

We've notified the casino rep. We'll keep you posted. 

Hi guys thanks for your kind support and the following is the latest update and basically back to day I and I just don't understand how this can drag on day after day...

---—-------------------------------------------------

Rob Fri, 11/11/16 03:18:45 am America/Mexico_City

Hey there! How can I help you today?




thomas817 03:19:37 am

Hi I like to check my withdraw as another day has passed from the day I received email saying it's getting processses




Rob 03:20:25 am

hello




thomas817 03:20:34 am

Yes




Rob 03:20:37 am

its take 2 a 3 workingdays
then you have it




thomas817 03:20:52 am

It has been
This started from Oct 28th :) 03:21:09 am




Rob 03:21:37 am

i shall look again into your account




thomas817 03:21:47 am

Pls do




Rob 03:27:06 am

Your payment is checked, you will receive as soon as possible a mail from us




thomas817 03:27:31 am

What do you mean
It means today or no? 03:28:28 am
Then what was that you just checked and told me about 03:29:31 am




Rob 03:30:53 am

no sorry ,you will get a mail today or tomorrow




thomas817 03:31:08 am

Why so long




Rob 03:31:53 am

everything has to be checked




thomas817 03:32:07 am

Okay then




Rob 03:32:25 am

have a nice day
bye

Hi guys thanks for your kind support and the following is the latest update and basically back to day I and I just don't understand how this can drag on day after day...

Please let me know if you have heard back from the rep.  thanks

---—-------------------------------------------------

Rob Fri, 11/11/16 03:18:45 am America/Mexico_City

Hey there! How can I help you today?

thomas817 03:19:37 am

Hi I like to check my withdraw as another day has passed from the day I received email saying it's getting processses

Rob 03:20:25 am

hello

thomas817 03:20:34 am

Yes

Rob 03:20:37 am

its take 2 a 3 workingdays
then you have it

thomas817 03:20:52 am

It has been
This started from Oct 28th :) 03:21:09 am

Rob 03:21:37 am

i shall look again into your account

thomas817 03:21:47 am

Pls do

Rob 03:27:06 am

Your payment is checked, you will receive as soon as possible a mail from us

thomas817 03:27:31 am

What do you mean
It means today or no? 03:28:28 am
Then what was that you just checked and told me about 03:29:31 am

Rob 03:30:53 am

no sorry ,you will get a mail today or tomorrow

thomas817 03:31:08 am

Why so long

Rob 03:31:53 am

everything has to be checked

thomas817 03:32:07 am

Okay then

Rob 03:32:25 am

have a nice day
bye

Hey Thomas :)

I saw your issue, will be back here asap with more info for you!

Hi Jelena,

Thanks and appreciate your prompt response and follow up on this issue.

Look forward to hear from you soon.

Hi Melissa, Jalena, and all whom had offered assistance to resolve this issue, 

Thank you so much as I have just received payment for the winning.  

Hey Thomas Chen,

That's good news. Awesome. Congrats. 

Hi Thomas :)

Happy news which just made my day!

I'm very glad that your money is with you now. Big sorry about a delay, hope it won't stop you visiting 21 Casino and hopefully winning more in the future :)

Hi Jalena,

I am having troubles with your casino.  Please help.

7/1/2017

- Docs sent for verification.

7/3/2017

-Says only received email with text and no docs.

-Docs resent

7/5/2017

-Requested selfie of me holding ID next to face

-Selfie sent

7/8/2017

-Official notification received confirming account verified

-Tried to log in but account not activated

-Chat rep says should not be an issue and will activate real fast since account already verified

-Received email requesting Face ID again

-Explained to chat rep and was told will let the department in charge know.

I have not heard back since and chat rep has no idea when I will hear from them but do confirm that they work over the weekend.

Could you please try and have someone activate my acct soon?  

Jelena has been notified and she'll reply shortly.

Thanks

Hi Eric :)

Sorry to hear you're having issues. 

I checked what's the issue, with our support and got the answer that your documents could not be verified and as per license requirements your account will remain closed until you send the documents that can be verified.

That's all I could do, please contact 21 casino support for further instructions about proper documents.

So thewy verified my docs and later say it cabn not be verified?  How does this make any sense.  They now ask me to sent in another set of id and adress proof which i did.  Please check with them.  It is hard to believe that they will reject an identity with both an US passport and a Taiwanese passport, one of whiuch they've already approved with me holding it next to my face!

Hi Eric,

As per Jelena's advice, the best thing is to contact the casino support for further instructions. They'll be able to advise you about the verification process. Please do as she suggested and there won't be any problems. 

Good luck! 

Hello to all at LCB!

My name is Adam and I am the new forum rep for 21 Casino. 

If you have any problems, feedback (Good or Bad) or simply want to talk about the weather, then I'm here to help

I look forward to meeting you all and good luck! 

Welcome to the LCB  forum Adam, for the moment I have never problem with 21 casinos and its sister casinos

Hi maiwen, Thanks and glad to hear it . If there is ever anything I can help with then please let me know. 

Welcome Adam! 

Welcome to our forum Adam! 

Hi, Adam! Welcome to LCB Forum